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Multiple Positions - Customer Service Operations

Customer Service & Support

IVR and Telecom manager by day, with extensive experience working in all aspects of global customer service operations.

Writer and musician by night, with extensive experience fielding rejection notices.

Extensive experience in all aspects of Customer Service Call Center Operations.

I currently manage the global telecom and IVR network for American Express Global Prepaid Customer Service Operations.
End-to-End voice service, including inbound toll free numbers, IVR, ICM, and call-center routing and setup.
Includes maintenance of the network and project management of enhancements and new development.

Project Manager I, Telecom and IVR

Managed user-focused testing of systems for new product launches and enhancements to existing products.  Tested during development and pre- and post production.
Developed test strategy and test plan, performed testing and analysis, logged defects with developers and tracked to resolution, assembled user testing teams and managed testing process for production validation.

Analyst - Systems Assurance, American Express, Global Prepaid

Managed day-to-day operations at third-party overseas call center: ensured key metrics were met, customer satisfaction targets met, forecasts and financial plans were accurate.  Also managed all business intelligence and other reporting for the operation.

Manager - Reporting, Vendor Operations

Managed financial and operational forecasting and reporting for a global customer service operation with call centers on three continents.  

Analyst - Finance, Reporting

Team Leader for a team of customer service representatives servicing Travelers Cheques and Prepaid Cards

Team Leader

Customer Service Representatvie for Travelers Cheques

Customer Service Representative

Find out detailed information about Kenny Gordon, Multiple Positions - Customer Service Operations in Sandy, UT

Kenny Gordon: Multiple Positions - Customer Service Operations in Sandy, UT

Kenny Gordon

Grove School of Music

University of Utah